24 November 2004-The Future State Of The Field Engineer

The Future State Of The Field Engineer


24th November 2004


2:00pm 5:00pm


Arena Business Centre, Stockley Park, Uxbridge, UK


10 Chapter members
20 Non-members

The session will be facilitated by Steve Downton, acclaimed research author of the Benchmarking and Future Trends series.

The meeting format will be along the lines of a BBC Question Time programme with a Power Panel to debate The Future State Of The Field Engineer featuring industry leaders including:

Martin Gilday
Vice President & General Manager

Martin is Vice President and General Manager of Operations for Unisys, Global Infrastructure Services in Europe. In this role Martin is responsible for the delivery of maintenance and support services across 19 European countries as well as a distributor network supporting Eastern Europe, Middle East and Africa. Martin has 25 years of experience working in the IT services industry and has held positions in service management, general management, client account management, services sales and alliances.

Martin is a member of the International Board of Directors of the Association for Service Management International (AFSMI)

Mark Maddox
Director Field Operations

Mark is Director of Field Operations for BSkyB operating principally in the UK and Ireland. Sky has 7.4 million direct to home subscribers Marks team is responsible for ensuring service delivery.

Mark is a Committee member of the UK Chapter for Association for Service Management International (AFSMI)

Henrik Moeller-Christensen
Services & Support Director

Henrik is the EMEA Services and Support Director for Canon. He has held a number of senior service management positions for Canon and previously with Hewlett-Packard. His experience in the service industry spans over two decades and has taken him around the world from his home country of Denmark.

Henrik has supported AFSMI in various roles including Certification founder, Membership Committee member, EMEA Task Force member. He is now serving on the AFSMI International Board of Directors representing the EMEA region.

Steve Downton

Steve specialises in identifying what a business structure should be and what personnel skills and capabilities are necessary to gain market position. His consulting organisation, Downton Consulting helps businesses to achieve a more effective relationship with their customers through developing increased customer centricity and advocacy.

Steve has produced a number of thought leadership articles and WhitePapers. With the AFSMI, he recently published Benchmarking and Future Trends V at the end of last year. He is currently working with the AFSMI on Best Practices and Future Trends VI with many of the top service companies in the world.

For more information see afsmi.org.uk

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